Center Operations Director

Responsibilities

• Spend 80% of their time performing patient facilitation, ensuring every patient and client is provided with exceptional experience.
• Lead by example and hold staff accountable to service delivery standards.
• Collaborate with and support clinicians to drive optimal clinical outcomes and case closure.
• Create a professional and collaborative working environment with full colleague participation that promotes teamwork, quality, exceptional outcomes, continuous improvement, reward and recognition, and patient safety.
• Manage key operations metrics and hold staff accountable on Turn Around Time (TAT), Net Patient Experience Rating (NPER), Pearl C4 and other metrics as determined by senior leadership.
• Work with leadership to identify gaps and implement process improvement to ensure optimal patient care.
• Coordinate scheduling (including patients, clinicians, and staff) with clinical leadership to ensure efficient and effective clinical support, optimal turnaround times, and exceptional patient experience.
• Maintain and cultivate relationships with center clients and payers while responding to requests within 24 hours.
• Develop colleague success through all aspects of the talent life cycle for center staff including recruiting, hiring, onboarding, orientation, mentoring/development, engagement, retention, performance management and succession planning.
• Drive consistent center communication that will result in optimal patient/customer care, satisfaction, and business outcomes.
• Accountable for center financial drivers (NPER, TAT, Total Visits, Net Revenue) and review of key indicator reports in order achieve annual business plan.
• Maintain accountability for implementing and consistently maintaining center initiatives and workflows.

Qualifications

• Bachelor's degree preferred.
• Some college courses from an accredited college or university or equivalent education and experience.
• In lieu of higher education, the ratio is 1:1 meaning one year of college equals one year of work experience and vice versa.
• Job-Related Experience: Customarily has at least three or more years of work leadership or operations management experience.
• Job-Related Skills/Competencies: Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility; Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism; The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies; Strong service mentality and a focus on achieving all aspects of defined service standards; Excellent telephone and personal etiquette; Warm, positive, energetic, and professional demeanor; Effective oral and written communication skills; Tactful and diplomatic communication style; Working knowledge of principles and practices of personnel recruitment, selection, coaching and other aspects of performance management; Performance assessment skills; Continued focus on self-development; Proficient in computer applications such as Word and Excel; Ability to coordinate and prioritize multiple tasks and work on multiple projects/tasks simultaneously in a fast-paced environment without direct supervision; Ability to identify areas of opportunity, develop a plan of action to improve, implement and evaluate plan effectively; Ability to resolve colleague, client, and patient issues in an effective and timely manner.